Item Not Recevied - Best Course of Action with Tracking Delivered

MR1988

As title says, what would be best course of action if I have to open an INR but the tracking shows as delivered? I'm asking because of eBay automatically favoring seller due to tracking number.

Basically, I ordered three items from a seller. Item A was sent but item B and item C were not. All the items have the same Tracking Number so the order shows as delivered. Seller even mentioned in a message that they forgot to post items B and C and that they were going to post them in a couple of days due to work commitments. Had no response anymore from seller and I waited for like 2 weeks since last communication so I think that was generous enough.

What I'm worried is that eBay will automatically default it to a seller win due to tracking so what would be best thing to do here?

Marksfish

If you were using eBay messages, eBay will have access to them and will be able to see the admittance of forgetfulness. This is of course, assuming you can get through the robots to a human!

soolin

An INR will be automatically lost in the first instance. However, in your case where the scenario is different to the usual, I would phone ebay straight away before opening a case, try in the mornings, now would be good, and explain that the tracking relates to three items, but the package was delivered with only one item in it. Don't get fobbed off by suggestions that you just open an INR, make sure they deal with it in person not through an automated system.The messages from the seller should be emphasised.

I always wondered what happened in these cases - as a seller I get a lot of buyers buying more than one item at the same time and I email to say I am packaging together (despite each sale showing separately), I refund part of their P and P and add the same tracking number to each sale. 

MR1988

I called this morning. It's the weirdest path of action the agent made me follow. They made me request a return under the "Missing Items" or somethign similar. Said if the seller will not respond, then I should give ebay another call in 3 days and eBay will refund.

I asked what happens if seller magically shows up and sends me a return label. What am I supposed to return? To which they were a bit clueless.

So now I have a wrongly opened return for an item that I do not have. I assume I can always return an empty envelope if I receive a label. It's just all so complicated when the facts are simple and I have the messages from seller to prove so.

ih8stress

Hi @MR1988 I would imagine that Ebay mean for you to return the ONE item that you DID receive ie. Item A so that the Seller can presumably send you the three items in one parcel in the future.

I think this is what usually happens if you order items from some companies, they will request that you return them all?

Hope this helps

MR1988

Not really, because the item I did receive is under a separate order. So item A was ordered separately from item B and C.

MR1988

I have an update on this. Seller never responded to the return request so I phone eBay again. Of course they wouldn't refund me as previously discussed and asked me to open a case and when eBay provides the label to return the one item I received for a full refund. I asked the agent how can I get a full refund when the item they want me to return is on a separate order and she just kept saying not to worry, eBay will refund for all items.

Few days later, eBay provided two return labels for the missing items. This right away rang alarm bells and I straight away assumed they will only refund me for the two items which the return was opened. So I decided to send back two empty envelopes with the two return labels and as I expected, eBay automatically refunded for the two missing items and not also for the item they wanted me to return. I don't even want to imagine what it would have been to go back and call them and explain the whole mess.

In the end I got refunded for my missing items, but not because eBay assisting me but because I followed my own intuition. So if you ever have something like this happen to you, I would recommend not to follow eBay's recommended path.